HDI San Antonio Local Chapter updated mission and value proposition

Welcome to the HDI San Antonio Local Chapter.  Our mission is to serve San Antonio area businesses and organizations by helping them increase the value, stature and strategic importance of their Information Technology Support organization.  

What's in it for me?  Joining the HDI San Antonio Local Chapter gives area information technology leaders access to a variety of of resources including:

  • A community of Information Technology Professionals that gives San Antonio area IT Leaders an opportunity to "Connect" and share real-life  "Best Practices" in the areas of Service Management and Technology Support.
  • Programs & Events that feature industry SMEs leading presentations and discussions on  Information Technology Support and Service Management “Best Practices”.
  • Training and Certification in the areas of IT Support, Leadership, KCS and Service Management.
  • Annual Awards & Recognition Program that recognizes San Antonio’s top Information Technology Support Practitioners, Leaders and Teams. Awards include Service Desk Analyst of the Year, Desktop Support Technician of the Year, Manager of the Year, Team Excellence, KCS and Service Improvement.
  • Industry publications including white papers and the annual HDI Salary & Practices survey.
  • Discounts for HDI Annual Conference and Fusion.

Want to get hooked up?  Please contact Jesse Vazquez, our VP of Membership for more details and information on attending our next event.

HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.  Our Vision is to be the Premier Information Technology Support Association in South Texas.

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Looking for a great way to bolster your leadership skills?

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2015 HDI San Antonio Analyst of the Year nominees

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2015 HDI San Antonio Desktop Technician of the Year nominees

Every year the HDI San Antonio Local Chapter hosts a special awards ceremony honoring the best local Service Desk Analysts, Desktop Support Technicians, Support Managers and Support Teams.  The nomination process will start in a couple of weeks culminating with the local Awards Banquet on December 1st.  We are looking for a few volunteer judges to score the written nominations and the recorded telephone interviews.  In addition to being a very rewarding experience, judging the Service Desk Analyst and Desktop Support competition represents a rare opportunity to gain  insight into what skills and attributes peer leaders and support organizations value in their top performers.  Hearing San Antonio’s best analysts and technicians give their perspective on information technology support is amazing.

Judging the local competition is a 4 hour commitment that will take place in November and will consist of scoring the written nomination forms and the recorded interviews.  The forms and interviews are distributed via email so judges can carve out a convenient time to do the scoring.  This year we are looking at streamlining the process by only interviewing the top 5 nominees from each category.

Are you interested in serving your local IT support community as a judge for the HDI awards program?  Please contact Bernard Beaullieu for more details.

HDI San Antonio Roundtable Event

HDISA-151203-1201-7244Come join San Antonio’s top Information Technology Service & Support leaders in a roundtable discussion about KPIs & Metrics.  This roundtable is a follow up to June’s meeting, Service & Support as a business: KPIs that tell the big picture, presented by Jeff Rumburg, MetricNet, LLC.  How is your organization using KPIs & metrics?  Please click here for more information and registration.

We are all somewhere on the path to becoming a “World Class” IT Service & Support organization.  Mr. Rumburg  analyzed data from over 3,700 IT Service & Support Benchmarks, applied the 80/20 and came up with this short list of KPI’s that we should focus on to gauge and improve our performance.

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

Area leaders will share how they are using these KPIs to improve the quality and value of the service they provide.

Thank you to New Horizons Learning Centers for hosting and sponsoring this great event.  New Horizons will serve Rudy’s BBQ.  There is no charge to attend this event.

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HDI Awards – Just what is it that makes an analyst, tech or manager a top performer?

AOY_TimIn the next few weeks we will be kicking off the HDI Analyst of the Year Program which culminates with our local Awards Banquet to be held in December this year.  Every year the HDI San Antonio Local Chapter recognizes our top local area Service Desk Analysts, Desktop Support Technicians and Managers.  Local winners go on to compete nationally with the eventual winner being recognized at the HDI Conference.

I have been involved with the HDI Analyst of the Year program since 2010 and have have been an information technology leader for over 25 years.  During this time it has been my privilege to engage some really great people.  So just exactly what is it that sets these people apart?

  • Integrity – Integrity is the foundation of any successful individual or team.  Integrity builds trust.  Trust empowers people.  Empowered people propel teams to new heights and in new directions.
  • Mission – A strong desire to serve the mission, mission first, is the lens that focuses the individual or team on the desired outcome, goals and objectives.  Serving the mission aligns individual, team and organizational success and breeds a culture of “Doing the Right Thing”.
  • Ownership – Ownership is the engine that powers people, teams and organizations to achieve phenomenal success.  The level to which one owns the outcome is directly proportional to the degree of difficulty one is willing to overcome.

Now is the time to start thinking about who you are going to nominate from your team and why.  Who on your team is the go to person.  How that person, went above and beyond to overcome a difficult situation to achieve success.

Please feel free to share your thoughts on those qualities and attributes that make a top performer.

Bernard

HDI San Antonio Roundtable Event – What KPIs & Metrics are you using?

Come join San Antonio’s top Information Technology Service & Support leaders in a roundtable discussion about KPIs & Metrics.  This roundtable is a follow up to June’s meeting, Service & Support as a business: KPIs that tell the big picture, presented by Jeff Rumburg, MetricNet, LLC.  How is your organization using KPIs & metrics?

We are all somewhere on the path to becoming a “World Class” IT Service & Support organization.  Mr. Rumburg  analyzed data from over 3,700 IT Service & Support Benchmarks, applied the 80/20 and came up with this short list of KPI’s that we should focus on to gauge and improve our performance.

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

Area leaders will share how they are using these KPIs to improve the quality and value of the service they provide.

Thank you to New Horizons Learning Centers for hosting and sponsoring this great event.  New Horizons will serve Rudy’s BBQ.  There is no charge to attend this event.

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Agenda

  • 5:15 – 6:00 PM Check in & networking.
  • 6:00 – 7:30 PM Roundtable discussion.
  • 7:30 – 8:00 PM Wrap up & networking.

 

August Round Table Discussion – What KPIs & Metrics Are You Using?

For our August event, we are going to have a Round Table discussion that focuses on what KPI’s and metrics your organization is using to measure your success.  This is a follow up discussion to Jeff Rumburg’s presentation on Service & Support as  a Business, KPIs that tell the big picture.  We are all dedicated to improving service, increasing our value to the business and ultimately being a “World Class” service & support organization.

Using the 80/20 rule and backed by data from over 3,700 IT Service & Support Benchmarks, Jeff came up with this short list of KPI’s that we should focus on to gauge our performance:

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

This discussion will cover everything from which KPIs you use to how they are tracked and used to improve service.  We hope to get into training and other related topics.  You might want to take a look at Jeff Rumburg’s presentation at https://www.metricnet.com/hdisanantonio/

Please be on the lookout for more details on this event.  We have had a lot of requests for a round table on this topic…It should be a good one!

We wish all of you a safe, fun and happy Fourth of July holiday weekend!

Your HDI San Antonio Local Chapter